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Ideas portal FAQ

Find, vote on and share ideas for Freshworks products. Here is how it works and what happens next.

1. Idea stages and what they mean

Every idea has a status. It shows where the idea is today.

How does an idea move from submitted to delivered?
  1. Submitted
  2. Under review
  3. Planned
  4. In development
  5. Delivered

Not every idea makes it to the end. Some stay open for votes as Future consideration. Others are Closed.

You get an email each time the status of an idea you posted, voted on or subscribed to changes.

What does each status mean?
Submitted
We received the idea. It is open for votes and comments.
Under review
Product is looking at the idea.
Planned
The idea is on the roadmap. We have not started building it yet.
In development
Our teams are building it. We expect to release it within 12 months.
Delivered
The idea is live in the product.
Future consideration
We are not planning it now, but it stays open. Votes help us see if demand grows.
Closed
We are not taking this idea forward. See "Why was my idea closed?" below.
Does Planned mean a release date?

No. Planned means the idea is on the roadmap. Timing can change as priorities change. We update the status when work starts and when the idea ships.

2. The basics: from your idea to our answer

Six questions most people ask before they post.

What is an idea?

An idea is a request for a feature or improvement that is not in the product today.

Something broken? That is a bug. Please contact Support so they can help you.

Should I search before I post?

Yes. If a similar idea exists, vote and comment on it instead of adding a new one. Duplicate ideas split the votes, so no single idea shows how many people want it.

How do I submit an idea?
  1. Search. Choose Submit an idea and type a title. Similar ideas appear. Vote on one if it matches.
  2. Describe. Tell us the task you are trying to do and what gets in your way today.
  3. Add context. Pick the product area and tell us how much this affects your team. Add a screenshot if it helps.
  4. Submit. Your idea shows as Submitted.
How will I hear back?

You get an email when the status of your idea changes. To follow an idea you did not post, subscribe to it.

Why was my idea closed?

An idea can be closed for one of these reasons:

  • Merged. A similar idea exists. Your votes move to it.
  • Bug. It is something to fix, not a new request. Contact Support for help.
  • Retired. It no longer fits the product.
  • Already available. The product can do this today.
  • Not planned. We have no plans to build it.

Closed ideas stay searchable, so you can still read the comments.

3. Find ideas and share your thoughts

The quickest way to make an impact is to back an idea that already exists.

How do I find an existing idea?
  • Use the search bar on the Ideas page. Try two or three keywords.
  • Filter by product, so you only see ideas for the product you use.
  • Filter by status to see what is Planned or In development.
  • Sort by votes to see the most requested ideas first.
How do I vote on an idea?

Open the idea and select the vote button. Voting shows us which ideas matter to you. You need to be signed in to vote.

How do I add a comment?

Open the idea and add your comment. The most useful comments say:

  • What you are trying to do.
  • What stops you today.
  • How you work around it, if you do.

"I agree" helps less than a short example from your own work.

How do I follow an idea?

Select Subscribe on the idea. You get an email when the status changes or when someone replies.

I could not find my idea. What now?

Submit a new one. Use a clear title and describe the problem, not only the solution. Then we can see what you need, even if there is more than one way to solve it.

Have a bug or a question about how a feature works? Contact Support instead.

Ideas Status Pipeline

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8947 Ideas

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Apprentice
daniel.bossApprentice

Real time recordingClosed

 Hi there, is it possible to use a real time recording in freshdesk? For example Customer A has per month 6 hours support. Now he is opening a ticket in the system. For this ticket the agent need 2 hours to resolve the problem. Can fresdesk calculate the time automatically so the agent see in the next ticket that the customer has 4 hours support for this month? Or is there an App for this available? Thanks.

2
aravind.sundararajan
8 years ago
Apprentice
beckiApprentice

assign available 'hours' to a clientClosed

Not sure if this has ever been mentioned.Since we do support retains for clients allocating 'xx amount of hours' available to a client for their support would be great.For example some may be paying for 5 hours support a month.Then when that time is allocated they get a notification to say 'additional hours may be billed, or please speak to your team for more support time.Or this could show on their dashboard as '2 hours support remaining'  then the ability to turn this feature ON/OFF for certain clients if required.

2
aravind.sundararajan
8 years ago
Contributor
doug_13226Contributor

Pre-paid support contract (block hours)Closed

Hi  We would like if possible to add support contract features. We as many other companies do sell pre-paid support hours (block hours). We would like to assign a monthly block of hours to each "company" and when time is logged against a ticket it will deduct from the pre-assigned hours. Then if the pre-paid hours run out or are low we can alert the user and customer that there may be overage billing. 

3
aravind.sundararajan
8 years ago
Apprentice
vanpApprentice

Determine clients to supportClosed

Our clients pay for maintenance and support fee annually. We would like to have a way to tell when a support request is posted, if poster did not renew support plan yet. It would be great if Freshdesk can provide the support to track clients by date, set expiration and reset the time. ThanksVan.

2
aravind.sundararajan
8 years ago
Apprentice
tommyApprentice

Company NotesClosed

Team -When you go to the CUSTOMERS tab and click on a company name there is a option to "Add Note"...  this really doesnt work that well because it only lets you add one note, or append to the one note.It needs to let the user be able to add multiple notes to that section rather than just one.This would be VERY helpful and i assumed it was a bug but they said that is the way its supposed to be and to submit this request to have it changed..Right now i have to imput the date/time and append to the note which is really frustrating.Tommy

2
aravind.sundararajan
8 years ago
Contributor
ivan_13609Contributor

Enhance customer / company notes functionalityClosed

Would good to have the possibility to leave several notes on the customers/companies as currently there is only one big background field.   Would be better having a possibility to add notes and display them in chronological order with the timestamps and with the name of the agent creating this note.   Possibility to update the note via API would also be very beneficial. 

4
aravind.sundararajan
8 years ago
Apprentice
allenApprentice

Assign group to companiesClosed

We are using groups to define different clients with different SLAs. As such, it would be nice to be able to define a default group for each company, so that when a request comes in from a specific company, it immediately gets assigned to that group. This would help us prioritize requests tremendously, and probably that of many others as well.

3
aravind.sundararajan
8 years ago
Contributor
thanos.massiasContributor

Wildcard in Edit Compnay Domain Names for this companyClosed

Currently in Edit Compnay > Domain Names for this company one can add one or more domain names ( i.e. exactly what comes after the @ in an email address - example: abc.com for contacts with emails of the form someone@abc.com ) I have many customers that have multiple sub-domains like sub1.abc.com, sub2.abc.com etc and would like the field Domain Names for this company to match those by using, say, *.abc.com

2
aravind.sundararajan
8 years ago
Apprentice
alejandro.botero_12898Apprentice

Free agents for access reports onlyClosed

Hi, I need to pay extra accounts for only access reports profile ?These agents only need to check how is working the helpdesk, they only check reports.

2
aravind.sundararajan
8 years ago
Apprentice
sbauerApprentice

Adding native feature for adding group based signaturesClosed

There is already a freshplugin (not very handy) for adding group based signatures. But it would be better if there is the possibility to add group signatures.

1
aravind.sundararajan
8 years ago
Apprentice
luke_12697Apprentice

Agents Should Not Be Able to Edit Customer InformationClosed

Is there a way to prevent agents from editing or deleting customer information?  Or even accessing it at all?  Thanks,Luke

2
aravind.sundararajan
8 years ago
Apprentice
czeltwangerApprentice

Approval RoutingClosed

We were wondering if there was a way to set a rule that will stop automatic approval routing for people who are already managers? As it stands, we have the following dispatch’r rule setup to require approval from a user’s reporting manager whenever they request something from our Service Catalog that costs more than $100: The problem with this though is that if the requesting user is already defined as a manager within the company and has full permission to be approving things, that manager’s request will still be routed to the person above him.    For Example: The manager of our Geo department requests a new laptop for one of his employees. Even though this requester is already a manager and has every right to be ordering equipment within his department, this rule will still apply and route an approval to our CEO who is above him in our corporate hierarchy.    Is there a way to implement an option for conditions where a Requester Title DOES NOT INCLUDE. As of now, the only option under Requester Title is "Includes Any" Thanks! 

4
Apprentice
8 years ago
Contributor
mkozakContributor

Dispatch'r Rules - Stop Processing Rules option.Closed

As has been shown through some of the feature requests here, there's often a desire to have Dispatch'r rules that will not be blocking, or stop the processing of further dispatch'r rules.An effective resolution would be a setting for Dispatch'r rules that allows you to toggle an option - "Continue processing Dispatch'r rules" or not.A simple example of where it could be immediately helpful:During Business Hours:1. All tickets that come into a certain email address are assigned to a group and an agent and a notification is sent to the help desk team. Outside of business hours:1. In the evening, an additional message is sent out.  2. All tickets that come into a certain email address are assigned to a group and an agent and a notification is sent to the help desk team. This currently requires two rules that replicate all of the same details, with a single catch on the second and a single additional action.  

3
mravila
8 years ago
Apprentice
complaintsApprentice

RSS feeds of Solution topics?Closed

Hi, is it possible to have RSS feeds pointed to the Solutions page? So, if we add any new item in there, that it can be updated via Rss feeds on Facebook, Twitter etc as well?

12
8 years ago
Contributor
pmesritzContributor

Assuming Customer IdentityClosed

Is there a reason that "Assume Identity" is locked to administrative functions?As a standard rule, in order to be able to delete or edit another agent's profile, an Agent needs to at least be an operational admin, with the ability to manage agents. This is also the minimum requirement for an agent to be able to assume the identity of an other. But as a check, to make sure that any of the admins doesn't get to affect the top-level structure of your support, an agent can not assume the identity of another agent who has admin controls. It would be awesome if that could NOT be tied to managing an agent.  We share our screen with customers to go through a comprehensive ticket review on a monthly basis or are on site with customers to go through their tickets. When we log in, we see all the private comments and this is obviously not perferred.  In order to get around this, I've had to give them all administrative access so that they can log in as a customer, but this is not ideal as they can now create new agents, etc.Philippe

10
8 years ago
Contributor
daniel.youngContributor

Better Phone Reports/ViewsClosed

Hi, I would like to see/be able to see things as below: 1) If an incoming call chose to go to Voice mail rather than went to voice mail after the time period. 2) Agent Availability along side the Call Historyso for each call log it shows the available agents when that call came in. 3) Abandon Call reason, so user hung up or agent hung up or system/network issue. Thanks Dan

1
aravind.sundararajan
8 years ago
Apprentice
chiwaiApprentice

Buttons for moving to next and back in "Edit Rule"Closed

Is it possible to add buttons for moving to next and back in "Edit Rule" under dispatch?

0
Apprentice
8 years ago
Apprentice
c.smith.3Apprentice

hits on knowledge articlesClosed

Ability to see and also report on how many hits an Solutions article has had. Broken down into :WeekMonthQuarterHalf YearYear

0
Apprentice
8 years ago
Contributor
msContributor

Search in PDF documents attached to solutionsClosed

It would be great if the search function also searched through PDF documents that are attached to solution-pages.In our current custom made Knowledge Base we post scientific articles as PDFs to show the validity of our software solutions. Now the search option in our custom made knowledge base also indexes text from a PDF, and so it makes searching our knowledge base a whole lot better for the user, but also helps the support agents a lot.We really want to have one integrated system for our customer help & service, so it would be great if this could be added soon so we can start using the FreshDesk solutions

6
8 years ago
Contributor
ttubbsContributor

Mass Edit Tasks / Edit Properties of Multiple TasksClosed

In a scenario that occurred with us, the need for the completion of a project was escalated so the Due Date was pushed up.However, this project had a number of tasks associated with it that still had Due Date set to later than the new Project Due Date. As this was the case, the new Project Due Date could not be saved.Having the ability to select multiple Tasks and edit their properties (such as Due Date) would be beneficial, not just in this scenario, but others as well. (Such as if tasks need to be assigned in mass to another agent or group.)

0
Contributor
8 years ago
Contributor
ttubbsContributor

Update Tasks Due Date when Project Due Date changed if past new Due DateClosed

Due dates on projects can change depending on various situations. In a scenario that occurred with us, the need for the completion of a project was escalated so the Due Date was pushed up.However, this project had a number of tasks associated with it that still had Due Date set to later than the new Project Due Date. As this was the case, the new Project Due Date could not be saved.It would be nice to have the ability to automatically update all existing Task Due Dates when the Project Due Date is changed to an earlier date.

0
Contributor
8 years ago
Apprentice
cspApprentice

Integration with InsightlyClosed

Is is possible to produce the same level of integration with Insightly CRM as you have for Capsule and Zoho?ThanksChris Spence

8
8 years ago
Apprentice
philld44Apprentice

Group ticketsClosed

Would like the ability to group tickets. Not merging tickets. These tickets would have dissimilar issues.If there is a customer that has several tickets that need an on site visit but can be done all at once. We schedule a visit and would know all the tickets we need to address on that visit.

5
aravind.sundararajan
8 years ago
Apprentice
gonzalo.morillasApprentice

Agent availability per groupClosed

At the moment, when making an agent available or unavailable it will make him/her available or unavailable in all groups he/she's assigned to.It would be really good to have the possibility to make agents available or unavailable only for specific groups.E.g. Agent John is part of group Billing, 1st Level Support and 2nd Level Support.The Billing and the 2nd level support groups have a very low number of tickets, so for one week I would like John to make himself available only for 1st Level Support tickets, the other two groups can be handled by other agents.Right now I have to edit the group assignment if I want to achieve this, but that's not ideal since it requires a lot of manual work.

0
Apprentice
8 years ago
Apprentice
gavinApprentice

New Ticket Creation tabbing throuch fieldsClosed

Hey Guys,When i create a new ticket for a client i get down to the "assign to" section and i can no longer use tab or enter to highlight and select the field. Small issue but the quality of life on this is EPIC!!!!!thanks in advance

0
Apprentice
8 years ago
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This ideas board reflects customer feedback and our current thinking, and is provided for informational purposes only. Roadmap decisions, including AI-related capabilities, are influenced by many inputs beyond customer votes, such as technical feasibility, security, compliance, and market conditions. They are subject to change without notice. Idea status labels (such as “Under Review” or “Planned”) do not constitute a commitment, promise, or legal obligation to deliver any feature, functionality, or timeline, and are not part of any agreement with Freshworks. Development and release of any product or feature remain at Freshworks’ sole discretion.

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